Zero transparency and poor after service

Dear Naked ,

I have been paying cellphone insurance premiums to your company for multiple devices over the past 3–4 years without ever submitting a single claim. Unfortunately, on a special occasion — my pre-wedding photoshoot — my cellphone accidentally fell and the screen cracked.

Despite being extremely busy that day, I still took the time to submit the claim immediately, knowing how important my cellphone is for both personal and business use. To my disappointment, once the claim was submitted, I was met with continuous requests for additional documentation and justifications — none of which were ever required when the policy was first activated.

What’s even more concerning is that I am now being asked to take the device for an assessment, seemingly to classify the damage under a higher excess bracket and reduce your payout obligation. The phone has not only sustained a cracked screen but has since developed multiple additional issues, making it unreliable for normal use.

It’s well-known that a cellphone that has suffered physical damage — especially a waterproof model — is never the same again after repair. Once the casing and screen integrity are compromised, the internal waterproof seals and overall device performance deteriorate over time. Even after repairs, such phones often show recurring faults and are no longer suitable for their original condition or purpose.

Furthermore, the company’s public reputation reflects similar customer experiences. Naked currently holds a *1-star trust index* for claim handling and a *3-star rating on Google reviews*, with numerous customer complaints left unanswered. This pattern suggests a broader issue with customer satisfaction and post-claim service quality.

For a brand that markets itself as a “self-service” and “stress-free” insurance provider, this experience has been the complete opposite — unnecessarily stressful, administratively burdensome, and disappointing.

This message is not merely to seek reimbur*****t but to highlight the importance of transparency and accountability in how claims are handled. I also hope it helps other individuals to conduct thorough research before insuring their valuables. Based on the evidence across multiple public platforms, it appears Naked does not respond to negative reviews — a red flag for any customer-centric business